2018 Handbook Supplement for Organizational and Facility Providers

Transcription

1 Magellan Healthcare, Inc. * 2018 Handbook Supplement for Organizational and Facility Providers *In California, Magellan does business as Human Affairs International of California, Inc. and/or Magellan Health Services of California, Inc. Employer Services. Other Magellan entities include Magellan Healthcare, Inc. f/k/a Magellan Behavioral Health, Inc.; Merit Behavioral Care; Magellan Health Services of Arizona, Inc.; Magellan Behavioral Health of Florida, Inc.; Magellan Behavioral of Michigan, Inc.; Magellan Behavioral Health of New Jersey, LLC; Magellan Behavioral Health of Pennsylvania, Inc.; Magellan Providers of Texas, Inc.; and their respective affiliates and subsidiaries; all of which are affiliates of Magellan Health, Inc. (collectively Magellan ) Magellan Health, Inc. 11/17

2 Table of Contents SECTION 1: INTRODUCTION... 4 Welcome... 4 SECTION 2: ORGANIZATIONAL AND FACILITY BEHAVIORAL HEALTHCARE NETWORK... 5 Credentialing and Recredentialing... 5 Contracting with Magellan... 7 Communication... 8 Value-Based Collaboration and Purchasing SECTION 3: THE ROLE OF THE ORGANIZATIONAL AND FACILITY PROVIDER Before Services Begin Eligibility Appealing Care Management Decisions SECTION 4: THE QUALITY PARTNERSHIP Site Visits Use of Seclusion and Restraints SECTION 5: PROVIDER REIMBURSEMENT Claims Filing Procedures Billing Codes and HIPAA Compliance Electronic Claims Submission APPENDIX A Organization Site Review Preparation Guide APPENDIX B What You Need to Know About Organization Credentialing and Contracting APPENDIX C Benefit Certification: Admission APPENDIX D Benefit Certification: Continued Stay APPENDIX E Benefit Certification: Discharge and Post-Discharge Continuity of Care APPENDIX F Frequently Asked Questions APPENDIX G Claims Tips and Information Magellan Health, Inc. 11/17

3 Coordination of Benefits (COB) Procedures Checklist for Submitting Electronic Transactions to Magellan APPENDIX H Organizational Provider Selection Criteria Magellan Health, Inc. 11/17

4 SECTION 1: INTRODUCTION Welcome Welcome to the Organizational and Facility Provider Handbook Supplement. This document supplements the Magellan National Provider Handbook, addressing policies and procedures specific for the organizations in our provider network, including facilities, agencies and community mental health centers (CMHCs). This provider handbook supplement is to be used in conjunction with the Magellan National Provider Handbook, as applicable. When information in this supplement conflicts with the national handbook, or when specific information does not appear in the national handbook, the policies and procedures in the organizational and facility supplement prevail Magellan Health, Inc. 11/17

5 SECTION 2: ORGANIZATIONAL AND FACILITY BEHAVIORAL HEALTHCARE NETWORK Credentialing and Recredentialing Our Philosophy Our Policy What You Need to Do Magellan is committed to promoting quality care for its members. In support of this commitment, organizational providers must meet and maintain a minimum set of credentials in order to provide services to members. Magellan employs credentialing criteria and decision-making processes in the review and selection of behavioral healthcare organizational providers prior to their acceptance as a Magellan network provider. Magellan credentials providers in accordance with established credentialing criteria (see Appendix H: organizational credentialing criteria) and ensures compliance with applicable regulatory and customer requirements. Your responsibility is to: Complete and submit all required application materials and related documents. Be in good standing with state and federal regulatory entities, as applicable. Hold current licensure or certification without contingencies or provisions in accordance with applicable state and federal laws. Hold appropriate current accreditation from a Magellanaccepted accreditation agency, or If not accredited, participate in a Magellan-performed site visit upon request, or If Magellan has approved the state licensure or Centers for Medicare & Medicaid Services (CMS) criteria as meeting our standards, we may substitute a CMS or state licensing/ certification site review in lieu of our Magellan site visit when: 1. The CMS or state review is not greater than three years old at the time of verification; and 2. The site visit report is submitted to verify that the review was performed and has met Magellan standards, or a letter from CMS or the state agency may be submitted that shows that your organization was reviewed and inspection passed. We may request Magellan Health, Inc. 11/17

6 supplemental information from your organization in addition to verification of the state or CMS site visit. If requested, provide verification of professional licenses of your medical and clinical staff members. This means contacting state licensing boards to verify that professionals hold a current license, education and training to practice without restrictions, sanctions, terms or conditions. Additional required queries include the National Practitioner Data Bank (NPDB) and the Office of Inspector General/General Services Administration (OIG/GSA) databases for Medicare/Medicaid sanctions, and state-specific Medicaid exclusions databases, as applicable. For physicians and other prescribing practitioners, verification of Board Certification, and current Drug Enforcement Agency (DEA) registration, and, if applicable, state Controlled Dangerous Substance (CDS) registration may also be required. If requested, fulfill Magellan requirements for malpractice claims history review. Meet Magellan s minimum requirements for professional and general liability insurance coverage, as outlined in your Provider Participation Agreement. Participate in a site visit upon request. Participate in recredentialing no less than every three years or in compliance with stricter regulatory and/or customer requirements. What Magellan Will Do Magellan s responsibility is to: Provide you with initial application and recredentialing materials with instructions for completion. Complete the credentialing and recredentialing process in a timely manner that is, at a minimum, within industry, stateor customer-established timeframes. Have your credentialing or recredentialing application reviewed by a Magellan Regional Network and Credentialing Committee (RNCC). Notify you in writing upon completion of the credentialing process. While Magellan may notify you of successful recredentialing, if no notification is received, successful recredentialing can be assumed. Perform site visits as needed Magellan Health, Inc. 11/17

7 SECTION 2: ORGANIZATION AND FACILITY BEHAVIORAL HEALTHCARE NETWORK Contracting with Magellan Our Philosophy Our Policy What You Need to Do What Magellan Will Do A legally binding agreement between Magellan and its network providers serves to clearly outline each party s responsibilities. Participating organizations must have an executed agreement with Magellan. The agreement sets out expectations on Magellan s policies and procedures, provider reimbursement, and terms and conditions of participation as a network provider. Your responsibility is to: Review, understand and comply with your obligations under your participation agreement with Magellan, including participation in the credentialing process. Be familiar with and abide by the policies and procedures contained within the Magellan National Provider Handbook, this organization supplement and the applicable state- and plan-specific supplements. See Click on News & Publications and select the appropriate link. Magellan s responsibility is to: Provide a Magellan Facility and Program Participation Agreement to organizations identified for participation in the Magellan provider network. Execute the agreement after you have signed and returned it to Magellan and your organization has successfully met contractual requirements (for all locations listed on the agreement). Provide the fully executed agreement, signed by both parties, for your records. Comply with the terms of the agreement, including reimbursement for covered services rendered Magellan Health, Inc. 11/17

8 SECTION 2: ORGANIZATION AND FACILITY BEHAVIORAL HEALTHCARE NETWORK Communication Our Philosophy Magellan believes that in order to serve our members effectively, providers should have access to key information. Provider use of the self-service website resources available on MagellanProvider.com will positively impact healthcare system efficiency and costs. Further, information about our providers must be kept up-to-date to facilitate referrals and claims payment using the most efficient and effective process, e.g., using our online provider portal. Our Policy Magellan uses a variety of media to communicate with providers about policies, procedures and expectations, including but not limited to the website, Magellan National Provider Handbook and handbook supplements. The dayto-day relationship between Magellan and our providers is managed through provider network and clinical management staff. Magellan strives to maintain accurate information about providers in our data systems in the most efficient manner. Providers are required to notify Magellan of changes in administrative practice information using our online Provider Data Change Form (PDCF). By using the PDCF, providers can update information online in real time, a method more efficient and accurate than other forms of data submission. Change requests received by phone or fax are no longer accepted. Providers that do not update their data, or do not attest to data accuracy as required, may incur disruptions in referrals and service until review and attestation of data accuracy is completed. What You Need to Do Your responsibility is to: Become familiar with the information in your participation agreement and in the Magellan National Provider Handbook, this organization supplement, and the applicable state-specific and plan-specific supplements. Sign in, become familiar with and use the extensive self-service resources available on the website Magellan Health, Inc. 11/17

9 Contact Magellan for assistance with benefit eligibility by calling the number on the back of the member s health benefit card. Get to know your Magellan area contract manager and other field network staff. Notify Magellan of changes in your service or program information, including but not limited to, changes of name, address, telephone number, Taxpayer Identification Number, National Provider Identifier (NPI) and ability to accept referrals, including any program closure. Note: some changes may require additional verification and/or a contract amendment. Submit your changes online at by signing in and choosing Display/Edit Practice Information from the MyPractice menu on the left, or contact your area contract manager. What Magellan Will Do Magellan s responsibility is to: Communicate information about policies, procedures and expectations in a timely manner. Offer assistance regarding benefit eligibility 24 hours a day, seven days a week. Offer assistance with claims payment questions through national and local customer service lines during business hours. Offer assistance regarding credentialing and contracting through national and local provider services lines during business hours. Offer assistance with using the features and functionality of the Magellan provider self-service website. Offer the online provider portal application for you to enter changes in administrative information about your organization, resulting in real-time changes that do not require verification Magellan Health, Inc. 11/17

10 SECTION 2: ORGANIZATION AND FACILITY BEHAVIORAL HEALTHCARE NETWORK Value-Based Collaboration and Purchasing Our Philosophy Our Policy What You Need to Do Magellan is committed to collaborating with our providers to bridge the gap between cost and quality in our provider network. In order to do so we have developed reimbursement models that align incentives and reimbursement with value-based care. Magellan employs key quality, cost metrics, outcome performance and decision-making processes in the development of our highperforming behavioral health networks. High-performing providers will be rewarded with improved reputations through public reporting, decreased administrative oversight and the potential for increased referrals. Reimbursement is value-based. Your responsibility is to: Collaborate with Magellan to improve the care and outcomes for our members. This includes but is not limited to: utilizing our online provider dashboard for trend monitoring, utilizing outcomes tools and participating in reviews of your facility or organization performance. Utilize Magellan s online provider tools that decrease administrative burden, increase efficiencies and reallocate resources to enhance the experience and outcomes of our members. All of these web-based tools can be found at Utilize evidenced-based practices or best practices. Encourage members to complete clinical assessments at the time of intake and periodically during the course of treatment, as well as involve them in discussions about findings, as applicable. This information may be included in the information we share publically about your efficiency and effectiveness as a provider on our panel, and may impact the reimbursement rates you receive from us and your ability to participate in any quality/incentives that we may offer. Actively support coordination of care efforts with other behavioral health providers and physical health providers involved in a member s care. Review your dashboard and performance scorecard to view and understand your practice patterns with Magellan members. Take action to improve measures based on the information Magellan Health, Inc. 11/17

11 presented. Sign in to and select Display/Edit Practice Information, then Provider Profile. What Magellan Will Do Magellan s responsibility is to: Collaborate with you to increase quality, improve efficiencies and lower the overall cost of care by engaging you in a transparent relationship built upon timely, accurate and actionable data about your facility or organization s provision of quality care. Refocus our conversations, interventions and network requirements on the total cost of care and your organization s operational performance in terms of quality and cost. Provide you with performance improvement information that is based upon pre-defined performance measures. Clearly define the requirements to be designated as a highperforming provider within specific networks. Provide scientifically sound outcome measurement tools. Offer online tools for you to update your information and provider profile (enables you to enhance your profile, which members see in online provider searches, by uploading photos, a mission statement, professional awards, etc.). Make your performance data available to you via online dashboards and performance scorecards. Develop reimbursement methods that reflect your use of evidence-based practice and the achievement of efficient and effective outcomes Magellan Health, Inc. 11/17

12 SECTION 3: THE ROLE OF THE ORGANIZATIONAL AND FACILITY PROVIDER Before Services Begin Our Philosophy Our Policy What You Need to Do We are committed to promoting treatment at the most clinically appropriate setting, to provide safe and effective treatment while addressing the member s biopsychosocial needs. Certification (synonymous with authorization) of benefits is based on clinical information relevant to the type and level of service requested, using Magellan s Care Guidelines or other state-specific or customer-specific clinical criteria for benefit certification. Facilities must contact Magellan to request benefit certification for admission and for continued stay beyond certified days. An exception is made in situations where patients are seeking emergency services and those services are needed to evaluate or stabilize the emergency situation. Your responsibility is to: Become familiar with Magellan s clinical review documentation guidelines to prepare benefit certification/authorization information required for: o Admission (see Appendix C). o Continued stay or additional services (see Appendix D). o Discharge plan and post-discharge services for continuity of care (See Appendix E). Contact Magellan for initial benefit certification/authorization prior to admitting. Facilitate the benefit certification/authorization process when necessary for the Magellan Physician Advisor to have a peerto-peer discussion with the attending psychiatrist or someone at the facility designated by the attending psychiatrist that is directly involved in the care of the member and can adequately represent the attending psychiatrist for a peer-to-peer discussion. When calling, provide the Magellan representative with a thorough assessment of the member so that an appropriate certification/authorization determination can be made. Be familiar with Magellan s Care Guidelines, or other approved clinical criteria for medical necessity if not Magellan-specific. View care authorizations online. Securely sign in to your password-protected account at Magellan Health, Inc. 11/17

13 Under MyPractice on the lefthand side of the screen, go to View Authorizations and follow the online instructions. Note: Magellan only sends certification/authorization information by U.S. Mail by exception or when required contractually or by regulation. Contact Magellan for additional or other types of behavioral health benefits if needed prior to expiration of the current certification/authorization. Contact Magellan before referring a member in care to another provider, including other Magellan network providers. Collaborate with the Magellan care representative to assist you with developing discharge plans prior to the member being discharged from an inpatient setting. Members being discharged from an inpatient setting must have a post-discharge appointment scheduled and in place prior to the actual discharge. See Appendix F for a Q & A with additional details. Not bill a member for services that have not been certified/ authorized by Magellan. What Magellan Will Do Magellan s responsibility is to: Provide prompt, fair review of the information received. Notify you promptly of the decision electronically online at Facilitate your referrals to other providers and coordinate member changes in levels of care. Inform you of your appeal rights and process Magellan Health, Inc. 11/17

14 SECTION 3: THE ROLE OF THE ORGANIZATIONAL OR FACILITY PROVIDER AND MAGELLAN Eligibility Our Philosophy Our Policy What You Need to Do What Magellan Will Do Our philosophy is to work with our customers to provide a benefit structure designed to meet the needs of the customer s eligible members. We rely on our customers to notify us of member eligibility. Based on the member s benefit plan and eligibility information provided by our customers, we assist providers in determining member eligibility. Your responsibility is to: Obtain the member s health benefit plan card at the time of admission and copy both sides of the card for the member s file. Call the number listed on the member s health benefit plan card to check eligibility, benefits, copayment and claim submission information*. Document the phone number you called, the date, and time of day and name of person with whom you spoke. Provide Magellan with your name and professional credentials for our records. Provide Magellan with the member s current demographic information, e.g., address and phone number. Speak with a Magellan clinical employee to obtain benefit certification (synonymous with authorization) for the appropriate level of care. See the section on Before Services Begin. Magellan s responsibility is to inform you of the member s eligibility based on the information provided to Magellan by the customer.* *Checking eligibility does not guarantee claims payment. Claims payment depends on a variety of factors including but not limited to whether the service is covered, whether any applicable deductibles have been met, whether the member has benefits available or whether the insurer is the primary or secondary payer Magellan Health, Inc. 11/17

15 SECTION 3: THE ROLE OF THE ORGANIZATIONAL OR FACILITY PROVIDER AND MAGELLAN Appealing Care Management Decisions Our Philosophy Our Policy What You Need to Do What Magellan Will Do We support the right of members or their providers to appeal or dispute adverse benefit determinations. Applicable state and federal laws and accreditation standards govern Magellan s appeal and dispute policies. Your responsibility is to: Review the adverse benefit determination notice (noncertification/non-authorization letter) or explanation of benefit (EOB)/explanation of payment (EOP) notification for: o the specific reason(s) for the adverse determination, o appeal and dispute options available to you, o procedures and submission timeframe, and o specific documents required for submission in order to complete an appeal or dispute review. Follow the process described in the non-certification/nonauthorization letter or EOB/EOP determination notice to submit an appeal. Submit all the appeal or dispute information in a timely manner. Magellan s responsibility is to: Inform you in writing, in a clear and understandable manner, of the specific reasons for the adverse determination. Identify specific information, documents, records, etc. needed to assist in a favorable dispute or appeal decision. Thoroughly review all information submitted for an appeal or dispute. Respond to appeals and disputes in a timely manner. Notify you of any additional appeal or dispute options that may be available when an unfavorable appeal or dispute determination is rendered Magellan Health, Inc. 11/17

16 SECTION 4: THE QUALITY PARTNERSHIP Site Visits Our Philosophy Our Policy Magellan believes that site visits are an important part of our quality improvement program. Magellan performs site visits: As a quality measure in selecting providers for our network, To communicate performance expectations and standards to providers, As an assessment of non-accredited organizations prior to initial credentialing and at recredentialing, As a component of a quality review, and To promote compliance with standards of regulatory entities and accrediting organizations. Magellan conducts site visits of organizational providers: That are not currently accredited by a recognized accrediting agency*, To evaluate programmatic services, staffing, facilities, documentation, etc., or For further review of quality of care and service concerns. * Acceptable recognized accreditation for organizational providers includes: The Joint Commission (TJC), American Osteopathic Association Healthcare Facilities Accreditation Program (HFAP), CARF International (CARF) [formerly Commission on Accreditation of Rehabilitation Facilities], Council on Accreditation (COA), Accreditation Association for Ambulatory Healthcare (AAAHC), National Integrated Accreditation for Healthcare Organizations (of DNV-GL) (NIAHO ), and Accreditation Commission for Healthcare, Inc. (ACHC) Behavioral Health. Site visit requirements for initial credentialing and recredentialing may be satisfied by a CMS site visit or a state licensure site visit when these requirements are equivalent to Magellan assessment standards. What You Need to Do Your responsibility is to: Cooperate with the quality reviewer s requests. Provide all necessary documents. Facilitate an on-site review, if requested Magellan Health, Inc. 11/17

17 Collect your policy and procedure materials and forms, and have them in one location for ready access. Have a sample of blinded charts available for the reviewer to demonstrate that record-keeping practices are consistent with Magellan requirements. Have evidence of credentialing and primary source verification of clinical staff available for the reviewer. Make training logs and other evidence of required training available. Make available any specific treatment records or other documents requested by Magellan clinical staff. See the Organization Site Review Guide in Appendix A for additional information. What Magellan Will Do Magellan s responsibility is to: Conduct site visits for organization credentialing of nonaccredited organizational providers and other organizations, as appropriate. Conduct site visits of individual and group providers, as appropriate. Conduct site visits for quality of care issues, as appropriate. Provide timely, written communication regarding site visit results, including a description of strengths and opportunities for improvement noted by the reviewer Magellan Health, Inc. 11/17

18 SECTION 4: THE QUALITY PARTNERSHIP Use of Seclusion and Restraints Our Philosophy Our Policy What You Need to Do Magellan believes the use of seclusion and restraints, both physical and chemical, is a last resort for maintaining the safety of patients, visitors and treatment personnel, and should be utilized only in an emergency and when clearly indicated by a policy detailing specific criteria. Magellan supports the Centers for Medicare & Medicaid Services manual on day-to-day operating instructions, policies, and procedures based on statutes and regulations, guidelines, models, and directives which include a section on the use of seclusion and restraints entitled (CMS) Standard: Seclusion and Restraint for Behavior Management. (Standard (e) & (f)). Magellan s contracted facilities must have written policies that include last resort indications for the use of seclusion or restraints, and specific monitoring parameters during the period of seclusion or restraint. Such measures are to be implemented when medically necessary, in the least restrictive manner by personnel specifically trained in safe and appropriate techniques, and discontinued at the earliest possible time. Seclusion and restraints are not to be used for disciplinary purposes or as a standing order. When there is a need to utilize seclusion or restraints, facilities will treat patients with the utmost dignity and respect and protect them from humiliation. Your responsibility is to: Annually review and revise a policy or policies that include: o A mission statement and values for the safe and proper use of seclusion and restraints, o General and patient-specific prevention initiatives for reducing the use of seclusion and restraints, o Fostering appropriate staff knowledge, expertise and skills concerning the use of seclusion and restraints, and prescribing multiple measures to avoid inappropriate use, e.g., staff debriefing and education following each use of seclusion and restraints. Adhere to state and federal regulations regarding the use of restraint and seclusion Magellan Health, Inc. 11/17

19 Review and consider utilizing the joint document prepared by the American Psychiatric Association, the American Psychiatric Nurses Association and the National Association of Psychiatric Health Systems with support of the American Hospital Association Section for Psychiatric and Substance Abuse Services, entitled Learning from Each Other: Success Stories and Ideas for Reducing Restraint/Seclusion in Behavioral Health. What Magellan Will Do Magellan s responsibility is to: Inform you of patient safety issues and quality of care concerns. Support you with better practices information related to patient safety and the use of seclusion and restraints. Monitor your safety program. Provide guidance and collaborate with you in your efforts to address specific safety measures such as the use of seclusion and restraints Magellan Health, Inc. 11/17

20 SECTION 5: PROVIDER REIMBURSEMENT Claims Filing Procedures Our Philosophy Magellan is committed to reimbursing our providers promptly and accurately in accordance with our contractual agreements. We strive to inform providers of claims processing requirements in order to facilitate prompt processing of their claims. Magellan strongly encourages providers to submit claims electronically either through the Direct Submit process, through Claims Courier at or through a clearinghouse. Electronic claims filing improves efficiency and accuracy, and is less costly than submitting paper claims. You can find detailed information on electronic claims submission in Appendix G - Claims Tips and Information. Our Policy What You Need to Do Magellan reimburses organizational providers within prompt payment standards for inpatient and program services, according to member eligibility and benefit plans, contracted rates and reimbursement schedules. Your responsibility is to: Contact the Magellan Care Management Center prior to rendering care, if the member s benefit plan requires certification/authorization for the service. Complete all required fields on the electronic UB-04 or CMS claim form accurately. Collect applicable copayments or coinsurance from members. Follow the detailed claim form completion standards found in the Magellan National Provider Handbook Appendix. Submit claims for professional services delivered in conjunction with inpatient per diems as inclusive or exclusive, in accordance with the terms of your agreement with Magellan. Use standard code sets as established by the Centers for Medicare & Medicaid Services (CMS) for the specific claim form (UB-04 or CMS-1500) you are using. (You can find additional information under Billing Codes and HIPAA Compliance.) Submit claims within 60 days of the provision of covered services or as set forth in your agreement with Magellan Magellan Health, Inc. 11/17

21 Submit claims only for services rendered within the time span of the benefit certification/authorization. Submit claims with your non-discounted billed charge even if it is lower than the Magellan contracted rate. Contact Magellan for direction if authorized services need to be used after the certification/authorization has expired. Not bill the member for any difference between your Magellan contracted reimbursement rate and your standard rate. This practice is called balance billing and is not permitted by Magellan. Check or call your field network contact if you are not certain which reimbursement rate applies to the member in your care. Call the customer service number indicated on the member s health benefit plan card for assistance if you are unsure of the Care Management Center managing the member s care. Review Appendix G - Claims Tips and Information. What Magellan Will Do Magellan s responsibility is to: Provide verbal notice, send a benefit certification/authorization letter, and/or provide electronic authorization when we authorize services. Process your claim promptly upon receipt, and complete all transactions within regulatory and contractual standards. Inform you of any reasons for administrative denials and action steps required to resolve the administrative denial. Send you or make available online an explanation of payment (EOP) or other notification for each claim submitted, including procedures for filing an appeal. Provide appropriate notice regarding corrective action or information required if a claim is denied and reconsider the claim upon receipt of requested information. Adjudicate claims based on information available. If we do not receive the information requested within 45 days, the claim may be denied for insufficient information, subject to applicable state and federal law. Regularly update the recommended HIPAA-compliant billing codes for behavioral services, posted on (Choose Getting Paid in the top menu, then HIPAA Coding.) Magellan Health, Inc. 11/17

22 Review our reimbursement schedules periodically in consideration of industry-standard reimbursement rates and revise them when indicated. Include all applicable reimbursement schedules as exhibits to your contract. Comply with applicable state and federal regulatory requirements regarding claims payment. Communicate changes to claims filing requirements and reimbursement rates in writing prior to the effective date Magellan Health, Inc. 11/17

23 SECTION 5: PROVIDER REIMBURSEMENT Billing Codes and HIPAA Compliance Our Philosophy Our Policy What You Need to Do We offer support to our providers by supplying recommended HIPAA-compliant billing codes. Using these codes for both paper and electronic transactions benefits Magellan and our providers, resulting in prompt and accurate claims payment. Providers must use standard code sets approved by the Centers for Medicare & Medicaid Services (CMS) for HIPAA compliance on both paper and electronic claims. Standard code sets include ICD- 10-CM diagnosis codes, Current Procedural Terminology (CPT ) Fourth Edition codes and modifiers, HCPCS procedural codes with modifiers, revenue, Type of Bill, discharge status codes and Place of Service codes. Your responsibility is to: Use the current version of ICD-10-CM codes (not DSM-IV, DSM-5, or ICD-9-CM) on claim submissions. (See the CMS ICD-10 website at for additional information about the transition to ICD-10-CM.) Order ICD-10-CM manuals from the American Medical Association (AMA) website or by calling , or order from Channel Publishing at A CD-ROM of the complete listing can be ordered from the United States Government Printing Office at: U.S. Government Printing Office, P.O. Box , Pittsburgh, PA , or by calling the Ordering Office at See the CMS ICD-10 website at for information about obtaining ICD-10-CM codes. Use current CPT Fourth Edition codes and modifiers to bill for professional services. Obtain copyrighted CPT Fourth Edition codes and modifiers from the American Medical Association. Obtain HCPCS codes from the Centers for Medicare & Medicaid Services (CMS) at Use the industry-standard HIPAA-compliant code recommendations from the Magellan Universal Services list when billing for organization services. These codes are posted on Choose Getting Paid in the top menu, then HIPAA Coding Magellan Health, Inc. 11/17

24 Note: for state-specific code sets/universal Services Lists for use when billing services rendered to Medicaid members, see the section titled, State-Specific Code Sets for Medicaid on the Coding Information page. Submit a license level modifier for the clinical professional rendering outpatient behavioral health service on behalf of an organization listed in Appendix G Billing Tips, number 14. Obtain your National Provider Identifier (NPI) for use in submitting HIPAA-standard electronic transactions or paper claim forms to Magellan, and submit on all claims. To ensure accurate claims payment, we strongly encourage organizations to enumerate subparts at the site address level. Review the NPI FAQs on our provider website for more information. Review the reimbursement information section in this supplement and in the Magellan National Provider Handbook for additional claims submission information. What Magellan Will Do Magellan s responsibility is to: Post HIPAA-compliant codes on our provider website for both the standard and public sector services as they are approved and assigned by CMS and industry code-set owners. Inform you of how to find the current HIPAA-compliant code sets through CMS and the AMA. Identify coding gaps for services required by our customers, in conjunction with other behavioral health industry leaders, including National Association of State Mental Health Program Directors (NASMHPD) and the National Association of State Alcohol and Drug Abuse Directors (NASADAD). Request from CMS, and/or the code-set owners, assignment of appropriate coding for standard and public sector services, when gaps are identified. Share your NPI with health plans with which we coordinate your HIPAA-standard transactions Magellan Health, Inc. 11/17

25 SECTION 5: PROVIDER REIMBURSEMENT Electronic Claims Submission Our Philosophy We offer a variety of methods through which providers can submit claims electronically to support our providers submission preferences. This enhances our ability to pay providers in a timely and accurate manner. Our Policy Magellan is committed to meeting the Centers for Medicare & Medicaid Services (CMS) and HIPAA compliance standards. Magellan offers an online claim submission tool for professional claims and a direct-submit option for providers able to transmit data in a HIPAA-compliant 837 format. Both of these options are available on Magellan s website and are provided at no cost to our providers. In addition, we have several contracted clearinghouses through which both facility-based claims and professional claims can be submitted. What You Need to Do Your responsibility is to: Submit claims to Magellan, including those submitted on a UB- 04 or a CMS-1500, through a direct-submit upload process if you are able to transmit data in a HIPAA-compliant 837 format. To establish this process go to our EDI Testing Center (at create a unique username/password, download the Abbreviated Companion Guide, and upload a test file to run through HIPAA validation. You will need to repeat this test successfully twice. Once HIPAA validation has been successfully completed using this automated tool, Magellan will contact you to transition the process to production status so that you can submit actual claim files. If you have any questions or need assistance, feel free to contact EDI Support by or our EDI Hotline at , ext If you do not have the ability to transmit data in a HIPAAcompliant 837 format and you need to electronically submit claims completed on a CMS-1500, evaluate the Claims Courier application on Magellan s website (also referred to as Submit a Claim Online after provider website sign-in). This application allows you to efficiently submit a new claim, view the status of a claim, use previously submitted claims to create a new claim, edit a claim submitted earlier the same day, and resubmit a Magellan Health, Inc. 11/17

26 claim for correction of place of service, units and/or charge amount. For more information, view our Claims Courier online demo. Consider using the services of one of our contracted clearinghouses listed on From Getting Paid, select Electronic Transactions. Note: You also can submit electronic claims to a non-approved clearinghouse, as long as your clearinghouse contacts one of the Magellan-approved clearinghouses to arrange to transmit the claims. What Magellan Will Do Magellan s responsibility is to: Continue to maintain online claims applications and relationships with clearinghouses to assure flexibility in the claims submission process. Provide Electronic Funds Transfer (EFT) and Electronic Remittance Advice (835) for electronic claims Magellan Health, Inc. 11/17

27 APPENDIX A Organization Site Review Preparation Guide Please have the documentation listed below available for the Magellan reviewer on the day of your review. DOCUMENTS WE NEED COPIES OF The Magellan site reviewer will need copies of the following documents during the review: DOCUMENTS TO SEE AND REVIEW The Magellan site reviewer will need to review the following documents during the review: 1. One of the following accreditations, if applicable: a) Joint Commission (TJC) accreditation (inclusive of all sites contracted by Magellan) or copy of feedback and any plan of correction if deficiencies were cited, OR b) Healthcare Facilities Accreditation Program (HFAP) or copy of feedback and any plan of correction if deficiencies were cited, OR c) CARF International (CARF) or copy of feedback and any plan of correction if deficiencies were cited, OR d) Council on Accreditation (COA) or copy of feedback and any plan of correction, if deficiencies were cited, OR e) Accreditation Association for Ambulatory Health Care (AAAHC) or copy of feedback and any plan of correction, if deficiencies were cited, OR f) National Integrated Accreditation for Healthcare Organizations (of DNV-GL) (NIAHO ) or copy of feedback and any plan of correction, if deficiencies were cited, OR g) Accreditation Commission for Healthcare (ACHC) Behavioral Health or copy of feedback and any plan of correction, if deficiencies were cited. 2. State licensure/certification (all that apply) 1. Organizational chart 2. Clinical documentation that outlines program content and structure 3. Referral source procedures and supporting documents, including both incoming and outgoing referrals 4. Quality management program documents, including description, plan, minutes, studies, satisfaction surveys, etc. 5. Policies, procedures for reporting critical incidents; logs of reporting 6. Utilization management (UM) procedures, supporting documents 7. Policies, procedures for member/patients rights; rights statement, evidence of distribution of same 8. Complaint policy, procedures, tracking logs 9. Policies, procedures regarding advanced directives (if applicable) 10. Policies, procedures on confidentiality of member information, disclosure of information 11. Policies, procedures on treatment/case record documentation; sample of blinded records 12. Safety management policies, procedures including use of seclusion and restraint 13. Disaster plan; evacuation plan; fire marshal inspection certificate; record of drills, etc. 14. Job descriptions 15. Human resource policies, procedures related to hiring of professional staff and other staff providing direct services; includes verification of training, experience, license checks, reference checks, drug/alcohol testing supporting documents, etc. Sample of files 16. Policies, procedures related to credentials verification of licensed professional staff, including primary source verification procedures. Sample of credentials files Magellan Health, Inc. 11/17

28 17. Supervision policy, procedures and supporting documents 18. Orientation, training, ongoing professional development program tracking Magellan Health, Inc. 11/17

29 APPENDIX B What You Need to Know About Organization Credentialing and Contracting We understand that your time is valuable and we are committed to making the process of getting you on board as efficient as possible. To that end, we have compiled a list of some of the most frequently asked questions we receive about organization credentialing and contracting. These are general guidelines. We invite you to visit us online at for more information about Magellan and our provider networks. If you have specific questions, please contact your area contract manager. What does an organization need to do to be considered an in-network provider with Magellan? To be an in-network provider, the organization must be contracted with Magellan. The contracting process includes an assessment of each site specified in the agreement against Magellan s credentialing criteria. What is credentialing? Credentialing is the process Magellan uses to verify and periodically re-verify an organization s credentials (for all contracted sites) in accordance with credentialing criteria. What does the organization credentialing process include? The credentialing process includes: Credentials Verification Magellan verifies your organization s licensure, accreditation, professional liability and general liability insurance coverage and claims history, and Medicaid/Medicare program participation status and sanctions history. A Magellan site visit, or review of your CMS or state licensure site visit inspection, may be performed as a part of the assessment process. Committee Review If your organization s credentials satisfy Magellan s standards, your organization s application is sent to a Regional Network and Credentialing Committee (RNCC) consisting of Magellan clinical staff and professional peers. The RNCC reviews applications subject to applicable state laws and our business needs. If your organization successfully completes the credentialing process and the programs and services are needed for members in your area, your organization will be accepted into the provider network pending execution of your organization s agreement Magellan Health, Inc. 11/17

30 How long does the credentialing process take? Once all the required documents have been submitted, the credentialing process generally can be completed within 90 days. Site visits required for non-accredited organizations may lengthen the time. Do individuals within the organization need to be credentialed in order to render services to Magellan members? The organization must have a process to credential its practitioners. Practitioners who provide services to members should meet Magellan s credentialing requirements for individual practitioners. If the organization can demonstrate that it performs verification of the credentials for its staff members, no credentialing of individual staff members by Magellan is required. If the organization cannot demonstrate that it performs the required verifications, the individual professional providers may not render outpatient services to Magellan members until they are credentialed by Magellan. A professional group agreement with Magellan may be required in these instances. How will our organization be notified if accepted into the Magellan networks? Upon acceptance into the Magellan provider networks, your organization will receive a welcome letter along with your fully executed Facility and Program Participation Agreement. Will we be notified if our organization is not accepted into the Magellan provider networks? In the event that your organization is not accepted into the Magellan provider networks, your organization will be notified in writing. Once our organization completes the credentialing process, are the credentials good for the life of the contract? No. As a condition of continued participation as a Magellan provider, we recredential organizational providers at least every three years. This process supports maintaining provider network quality. If your organization s programs and services match our service needs in your area, your organization will continue as a Magellan provider. What is the Magellan Facility and Program Participation Agreement? Your Magellan Facility and Program Participation Agreement is the contract between your organization and Magellan to render behavioral healthcare services to members whose care is managed by Magellan. The contract sets forth the terms and conditions of your organization s participation in the Magellan network as well as the terms and conditions applicable to Magellan Magellan Health, Inc. 11/17

31 If we sign this Agreement, will each practitioner in the organization be eligible to see all members whose behavioral healthcare is managed by Magellan? If your organization successfully completes the credentialing process AND if your practitioners specialties, licenses and training meet Magellan s requirements, practitioners in your organization will be eligible to treat members, within their scope of practice, for the lines of business for which the organization is contracted. For what Magellan lines of business is our organization contracted? The lines of business for which your organization is contracted are identified by the reimbursement schedules included with your Agreement. When does our contract become effective? The effective date of your Magellan Facility and Program Participation Agreement appears on the first page of the Agreement. This date is the same as the date on the signature line used by Magellan to countersign and execute the Agreement unless a different start date has been agreed upon. Where can I find out more about Magellan s policies and procedures? The Magellan National Provider Handbook, the state-specific and plan-specific supplements to the national handbook, Magellan Care Guidelines, Clinical Practice Guidelines, Professional Provider Selection Criteria for Individual Providers and many additional resources can be accessed online at Magellan Health, Inc. 11/17

32 APPENDIX C Benefit Certification: Admission Facilities must call Magellan to certify admission following emergency care and stabilization services in an emergency department (also referred to as post-stabilization). Please have the following information readily available when contacting Magellan to request admission benefit certification in order to prevent delays in the certification process: Facility Contact Information Facility name and location if the facility is part of a wider system Name, title and contact information including extension of the facility person contacting Magellan Name, credentials and contact information, including extension, of the facility s utilization review (UR) staff if the facility person contacting Magellan is not from the UR department Member Information Name, date of birth, and health insurance ID Current member demographics, e.g., phone number, address, etc. Location of member at time of request (in the emergency room [ER], admission area, or if already admitted room number and name of floor or unit) Member s primary care provider (PCP) name and contact information (required for members with HMO and POS benefits) Benefit Request Information Proposed admission date Admitting primary and secondary diagnoses Benefit request specifics setting and acuity level: o Acute inpatient o Sub-acute inpatient (if requesting admission to behavioral health residential services) o Sub-acute outpatient services such as partial hospitalization or IOP Attending psychiatrist name and contact information Anticipated length of stay /discharge date Referring provider, as applicable Clinical Information to Support Benefit Request How member presented (emergency or non-emergent intake) Presenting symptoms Risk assessment (suicidal/homicidal: ideation, threats, gestures, intent; self-abuse attempts/physical aggression) Psychiatric treatment prior to presenting at the facility (name of provider[s], last visit) Substance use disorder (SUD) treatment (substance use upon presenting, prior detoxification, most recent post-detoxification treatment) Medical history (hypertension, diabetes, stroke, COPD, heart failure, prior head injury, etc. All current medications (psychiatric and medical) Results of diagnostics performed (vital signs, laboratory tests) Magellan Health, Inc. 11/17